19Territories

This chapter contains the following:

Your territories contain rules for automatically assigning salespeople and other resources to accounts, contacts, households, partners, leads, and opportunity items.

Salesperson

As a salesperson viewing an account, partner, lead, or opportunity, you can see the assigned territories when you view the sales team information. You also forecast your sales by territory. Sales quotas can be assigned to you by territory.

Sales Managers

As a sales manager, you can modify the territories in the hierarchies below your assigned territories. Your sales administrator must create the top territory first. If you see no Parent field and no existing territories, then the top territory doesn't exist. Here are examples of changes you can make to territories:

  • Add a new child territory.

  • Change the owner of an existing territory.

  • Add team members to a territory.

  • Remove an existing territory.

  • Add specific accounts, contacts, and households to the coverage of a territory.

  • Exclude specific accounts, contacts, and households from the coverage of a territory.

  • Define or change the definition of a territory coverage.

You can change an active territory directly without using a territory proposal. You can:

  • View a list of territories.

  • Look at the details for a territory.

  • Use the Summary tab to change attributes of the territory.

  • Use the Dimensions tab to modify the boundaries of the territory.

  • Use the Inclusions tab to add specific accounts, contacts, and households to the territory.

  • Use the Exclusions tab to exclude specific accounts, contacts, and households from the territory.

  • Use the Team Members tab to change team members or the territory owner.

  • Use the Child Territories tab to navigate the territory hierarchy and to add a new child territory.

  • Edit territories directly while editing an account. The territory name on the Team tab in the Edit Account page opens the Edit Territory UI.O

This example describes each tab in the Territories work area and the typical tasks you perform as a sales manager. You're in the Less Details work area where your changes become active right away and you don't use territory proposals.

Let's explore the following tabs in the work area:

  • Summary tab

  • Dimensions tab

  • Team Members tab

  • Child Territories tab

View the Summary and Dimension Tabs

  1. Click Navigator > Territories.

  2. If Click to Edit is enabled, you can click a row to highlight it and some or all fields become active for editing, depending on your access to the selected territory. You can save changes you make in the list and they become active, or discard them.

  3. In the list of your team's territories, click the Central - Products - Div I territory name.

    The Summary tab displays commonly used territory attributes. You can use Application Composer to add other attributes to this tab.

  4. Click the Actions menu.

    From this menu you can delete this territory including all of its children. You can also delete this territory coverage including dimensions and values, or add coverage if it has none.

  5. Click the Dimensions tab.

    The Dimensions tab displays the defined boundaries of the territory. Objects that matches these attributes will be assigned to this territory.

  6. Click Edit.

    You can make changes to or remove the Address coverage.

  7. In the Edit menu, click Edit Dimensions and Coverage.

    The coverage dimensions include a set of attributes and their corresponding values. You can add or change the values.

  8. Select the Industry dimension.

  9. To add an industry to the coverage, select it in the Available region and use the arrow to move it to the Selected region.

  10. Select the Geography dimension.

    Geography is available only if you aren't using the Address dimension.

  11. Click Add Members in Bulk to enter values for the dimension, separated by commas..

  12. Enter values separated by commas, or a range of values. Enter a range of postal codes, 85001-85030.

    You can use a range of values only for the Geography or Address dimensions.

  13. Choose to add the values you select to the existing values for geography and click OK.

  14. Click Cancel until you return to the Edit Coverage Dimensions page.

  15. Click the list arrow next to the Edit button and note the Remove All selection will remove all coverage for this territory.

    You can add individual customers to this territory in the Inclusions tab. If the Exclusions tab is enabled, you can select customers to be excluded from the territory, even if the customers match the dimensions for the territory.

View the Team Members Tab

  1. Click the Team Members tab.

    This tab displays the territory team members. You can add or remove team members and change the territory owner.

  2. The Owner column contains a check mark to indicate Peter Branch is the owner of this territory. Click his name.

    The Resource Details dialog shows information about Peter Branch. You can send an e-mail to Peter by clicking the e-mail address on this dialog or in the Team Members page.

  3. In the Function field for Peter, change his function to Salesperson. This is the function Peter has in this territory team.

View the Territory Hierarchy

  1. Click the Summary tab.

  2. Click the name of the parent territory to open the Edit Territory page for the parent.

  3. Click the Child Territories tab to see all child territories of the open territory.

  4. Click the Central - Products - Div I territory.

  5. Click the Child Territories tab.

  6. Click Create Territory.

    Notice that the parent territory is Central - Products - Div I.

  7. Click Cancel.

    When you click Save, or Save and Close, your changes immediately become the active definition for this territory.

Work with Active Territories in Workspace

Use Workspace to search for and make changes to your active territory hierarchy. Search and filter your list to begin working. When you open and edit a territory from your list, the Next button opens the next territory to edit. If enabled and you have the correct privileges, you can work in nested tabs to navigate across and between territory records without losing context. Use dynamic tabs and nested tabs to resolve territory gaps and overlaps. Manage customer-centric territories in Workspace. Use other methods for partner-centric, resource-centric, and inheritance recipient territories.

You can search by territory details and coverage attributes. Here are some coverage search tips.

  • The industry, organization type, product group, and auxiliary 1-3 dimensions are hierarchical. A search for descendant member values finds only territories defined explicitly with the descendant value. For example, to search for territories which cover the product group Laptop X, but not its parent Hardware, Laptop X must be present in the territory coverage.

  • To search for territories using customer inclusions or exclusions, use the Coverage: Account: Name filter.

  • Accounts are hierarchical. To search for territories based on a descendant account, the account must be explicitly selected in the territory coverage. For example, to search for territories which include Account ABC USA, this account, and not the parent ABC Global must be present in the territory coverage.

  • Accounts are hierarchical. To search for territories based on a descendant account, the account must be explicitly selected in the territory coverage. For example, to search for territories which include Account "ABC USA", this account, and not the parent "ABC Global" must be present in the territory coverage.

  • When you use dimension filters to search, you can use only one dimension filter. Here are some exceptions:

    • You can use the coverage type filter together with a dimension filter.

    • Multiple address dimension filters can be used together. For example: Coverage: Country and Coverage: Postal Code

    • The Coverage: Sales Channel and coverage: Sales Subchannel filters can be used together.

  • For most dimension filters the search finds all territories with a regular dimension coverage or an inclusion or exclusion coverage matching the value.

  • You can't search using these coverage fields:

    • Include Hierarchy: This indicates that the account plus its hierarchy is included or excluded from the territory coverage.

    • Coverage: Partner: This field represents the partner accounts that are included or excluded in the territory coverage.

Create a Territory Proposal

You can update active territories directly, or use a territory proposal as a sandbox where you make your proposed changes to your territory hierarchy before activating the changes.

Tip: Use proposals for territory realignments or changes to be activated at a future date.
  1. Click Navigator > Territories.

  2. Click More Details.

  3. In the Active Territories page, click the Manage Proposals button.

  4. In the Current Territory Proposals region, click Create.

  5. In the Create Territory Proposal window, enter a name for your proposal.

  6. You can enter an Activation Date or accept the default which is immediate activation.

  7. Click Save and View.

Your territory proposal opens and displays your current territory hierarchy. You can start making your changes.

You can add child territories to your own territory or to another territory in your hierarchy. The child territory copies the parent territory information such as territory type, dimensions, and account inclusions. You then make changes as needed.

Change Active Territories

You can make immediate changes to your active territories. If you see no territories and no parent territory field, then your sales administrator must first create the top territory for the hierarchy.

  1. Select from your territories list the territory that will be the parent to your new territory.

  2. Go to the Hierarchy tab.

  3. Click Create Territory.

  4. Enter the territory name.

  5. Select a different owner for the territory if needed.

  6. Change the territory type, if needed.

  7. If Territory Precedence is enabled, then you can select a territory function. Assignment compares all territories with the same function and gives precedence to the territories containing included accounts.

  8. Click Save and Close to keep the definitions that match the parent. You then return to the Child Territories tab for the parent territory. Click Save and Continue to stay on the Summary tab for your new territory.

  9. In the Dimensions tab, you have several choices in the Edit list, depending on your enabled dimensions and the coverage from the parent.

    • Edit Address Coverage

    • Clear Address Coverage

    • Edit Dimensions and Coverage

      Select a dimension and move the values you want to the Selected column. Or click Add Members in Bulk and enter several members or ranges of members separated by commas.

    • Remove All

  10. To add accounts, select the Inclusions tab.

  11. Click Add Customers and select Accounts.

  12. Use the Exclusions tab to select customers to be excluded from the territory. (Use Application Composer to enable the Exclusions tab.)

  13. Use the Team Members tab add and remove team members and designate the territory owner.

  14. When you complete making all changes, click Save and Close.

    Your new territory is now active.

Use Territory Proposals

Add territories using a territory proposal you created.

  1. In the Manage Territory Proposals page, select the name of your proposal.

  2. In the Edit Territory Proposal page, select the parent territory.

  3. From the Actions menu, select Create and Update > Create Child.

  4. Enter the territory name.

  5. Select the owner for the territory.

  6. If Territory Precedence is enabled, then you can select a territory function. Assignment compares all territories with the same function and gives precedence to the territories with included accounts.

  7. Click Save and Close.

  8. Click Edit Coverage.

  9. The coverage for the child territory is the same as the parent's coverage. Select the members for each dimension that you want to change.

  10. Click Save and Close.

When you edit an active territory, you can change the parent territory on the Summary tab. Click the X to delete the current parent and use the choice list or the search to select a new parent territory.

In a proposal, select the territory you want to move. In the Actions menu, select Create and Update > Move. Select the new parent on the Move Territory page and click Save and Close. The territory appears in the new position in your proposal hierarchy.

A new child territory has the same coverage as the parent. Change dimension selections and included or excluded accounts, contacts, and households to refine the coverage. Your changes aren't active until you activate the proposal.

  1. In the Manage Territory Proposals page, select the name of your proposal.

  2. In the Territories table, select the territory you want to change.

  3. If the territory isn't already added to the proposal, then click Add to Proposal.

  4. Click Edit Coverage.

  5. In the Edit Coverage window, do this for every dimension you want to change:

    1. Select the dimension from the Dimensions list. (For the Address dimension, enter values in the correct address column.)

    2. Add or remove dimension members from the Selected Dimension Members box.

    3. Optionally, click Add Members in Bulk and enter several members or ranges of members separated by commas and click OK.

    4. Click Save and Close.

  6. In the Included Customers region, select and add specific accounts, contacts, and households to include in the territory.

  7. In the Excluded Customers region, select and add specific accounts, contacts, and households to exclude from the territory.

  8. Click Done.

When you finish making changes to your territories, use this procedure to activate your territory proposal and start using the new territories for assignment.

  1. Click Navigator > Territories.

  2. Click More Details.

  3. In the Active Territories page, click the Manage Proposals button.

  4. If the proposal you want to activate doesn't appear in the Current Territory Proposals table, select All Proposals from the Proposals list.

  5. Select the proposal and click Activate.

    You can see the activation process status in the Details region of your proposal.

  6. Click Done to return to Manage Proposals.

  7. Click Done to return to the Overview page. Your territory changes now appear in the list of active territories.

Dimensions define territory boundaries. A territory captures business objects, such as customers, that fall within the defined boundaries of the territory. If your territory boundary covers Spain, then an account in Spain is your customer.

Dimensions to Assign Customers or Partners

You can define a territory either for partners or for customers, but not for both. You select either Customer or Partner for the coverage model. When creating a territory, you can include individual customers or partners by selecting them for the territory coverage. Dimensions to define customer or partner territories are:

  • Geography or Address, but not both

  • Account type

    The account type designates the customer designated as a named account or not named. This dimension is only available for customer territories.

  • Customer size

  • Industry

  • Organization type

Your administrator can also use classification categories to define up to three additional dimensions.

Dimensions to Assign Leads and Opportunities

Your territory is assigned to leads and opportunities using the attributes of the customer or partner on the transaction. These additional dimensions can match attributes of the lead or opportunity to assign your territory:

  • Business unit

  • Product

    Groups of products form a hierarchy in the sales catalog.

  • Sales channel

    The available sales channels are Direct, Indirect, and Partner.

For example, your company is launching a new product line in all countries. One sales manager with a small sales team specializes in selling only the new product line. You define the sales manager's territory only by the new product line and define geography as Any.